Returns & warranty

Faulty items

• We offer a one-year warranty on everything we sell.
• Within the first three months we'll offer a refund or exchange — your choice.
• After three months it's an exchange only.
• Faulty items returned via Freepost are replaced free of charge within the first month of purchase.
• If a Freepost return is received and the item is found not to be faulty, a £3.50 + VAT postage charge will apply.
• All items returned as faulty must be thoroughly cleaned before posting. For reasons of hygiene, any item returned in a dirty condition will be refused and postage charged to return it to you.

Damaged or missing items

Any discrepancies or damaged items must be reported within 36 hours of delivery so we can raise a claim with the carrier. Contact us at info@cosmicserenity.co.uk.

Returns policy — in depth

Due to the obvious health and hygiene implications with adult goods, the following terms must be met for an item to be eligible for return.

1. The goods must be unused.
2. The goods must be returned in their original condition and original packaging.
3. Goods that are not heat-sealed in the box are non-refundable and non-exchangeable.
4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
5. Goods must be received back within 30 days of the day you received your order.
6. Lingerie and items of clothing must be returned unworn and still in their original packaging.
7. Any discrepancies or damaged items need to be reported within 36 hours of delivery.

If we suspect that the goods have been used or any of the above conditions are not met, we reserve the right to return the goods to you.

Unwanted (non-faulty) returns

Unwanted goods are refunded less a 25% restocking and admin charge, subject to:

• Goods must be in their original condition and packaging including all shrink wrap and plastic seals.
• Goods must be received by us within 14 days from the day you received your order.
• Unwanted returns must be sent back in the original outer box and packaging.

Postage & re-dispatch

Postage costs are non-refundable in any circumstance. If a parcel needs to be re-dispatched, re-dispatch postage will be charged at supplier rates.

Items received that are incorrect must not be opened or tampered with — let us know and we'll advise on the exchange. Incorrect products with security seals or sealed packaging that have been opened by the customer cannot be returned for an exchange as they are considered accepted.

Held returns

Any products returned that are not faulty and do not meet this returns policy will be held for 30 days. If we have not received a response from you in that time the item will be destroyed and no refund will be given.

How to start a return

1. Email info@cosmicserenity.co.uk with your order number and reason for return.
2. We'll confirm whether your item is eligible and reply within 24 hours.
3. Post the parcel using a tracked service — until it reaches us, the parcel is your responsibility.
4. Once received and inspected, eligible refunds are processed within 5 working days.